Technical Support Specialist

Swift Medical - Toronto, ON (30+ days ago)

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About Swift Medical

Located in Toronto, Ontario, Swift Medical™ Inc. is a leader in next-generation medical imaging and machine-vision technology. Our inaugural product suite, Swift Skin and Wound helps healthcare organizations deliver effective and efficient wound care, ultimately improving the quality of life and healing times for wound patients.

About the Technical Support Specialist Role

Everyone in our company understands that our success is derived from the success of our customers. As our next Technical Support Specialist, you are a leader, a teacher, a problem solver, and an empathizer. Your mission will be to ensure that the Swift Medical clients that you work with have amazing experiences with our software.

Primary duties and responsibilities

First and foremost, you will need to (and we will help you) acquire an in depth knowledge of our full stack code base and the value proposition that our solutions provide to our customers so that you can effectively and efficiently:

Collaborate with other Success Team members to directly engage our customers to deliver world-class reactive and proactive support: investigating customer issues, determining root cause, and then effectively and efficiently resolving the issues (sometimes before the customer realizes they had an issue)
Answer client inbound email and telephone inquiries
Share customer feedback to our Product and Quality Assurance teams
Help our clients procure the supplies required to use our solutions
Help manage internal IT resources

Personal Growth Culture

In addition to our primary responsibilities, the Success team at Swift focuses on the personal career growth of each or our team members. As you become proficient in performing your primary duties, the opportunity (initially 15 to 20% of your time) exists for you to participate in Engineering projects that will help the Company provide additional value to our clients and/or other team members. Internally, we refer to these initiatives as “Ascension Projects” because working on these projects will help you acquire new technical skills as well as hone your existing skills.

In an “ascension project capacity”, you will have the opportunity to work with Swift Senior Developers, including our CTO and Co-Founder, Edwin Liang, the visionary who created our Ascension Program. Edwin is a mentor with a proven track record of accelerating the career progression of his protégés.

In the past year, Success team members, via Ascension Projects, have contributed:

Bug Fixes: Checking in bug fixes into our production code base
Product Enhancements: Developing and/or contributing to the enhancement of existing functionality within our solutions
Prototypes: Contributing and/or leading the design and development of new solution prototypes
LMS: We have developed our learning management solution (LMS), which we enhance on a regular basis
Data Science: Enumerating the efficacy of our solutions in delivering on the value proposition that we promise our customers (requires SQL; experience with reporting tools like Tableau, Google Data Studio, and/or other similar reporting solution are assets in this area)
Ecommerce: Improving customer supplies order management system

In completing work in these areas our Success team members gain familiarity and experience working with:

SQL
JavaScript (ES6)
NodeJS
React
Redux
Ruby
Rails
Git
TDD

Over time (typically 24 to 36 months) you may be in a position to prove to us that you are ready to ascend to a full time Engineering role on either Engineering or Research and Development Teams. Successful Ascension project work has led former Swift Technical Support Specialist team members to full time roles in: programming, product management and engineering management.

Qualifications:
Bachelor’s degree in Business, Education in Computer Science, Programming or related field, or equivalent industry experience, including at least one of the qualifications (below):

1. Previous experience in a Customer Service or Customer Success role. Please tell us about the role, what you learned and why you are good at it.

AND/OR

2. Programming proficiency (understanding code and writing SQL), understanding of internet standards & protocols (JSON, XML, HTTP, SSL, OAuth, TCP, etc.) and network components (load balancers, firewalls, proxies, DNS, IP, ports, etc.), and/or experience with Tableau Analytics.

We do not expect you to know everything here. Please tell us about your technical skills and why you think you could be a great contributor.

Other Desirable Skills:
Strong written and oral communication skills
Fundamental understanding of statistics and data analysis
Genuine desire to learn
Proven organizational skills
Entrepreneurialism

If you choose to apply, please do take some time to make yourself standout: help us understand why we need to get to know you better.

This position reports to the Director of Engineering Services.

Swift is an equal opportunity employer.